At James Latham, great customer service relies on three key ingredients: products, people, and a reliable supply chain. 

As a premier distributor of materials for the furniture making sector, James Latham consistently provides the very best experience possible to its customers. It’s an easy statement to make, but harder to prove, so James Latham decided to let its customers confirm it themselves.  

Over the summer of 2023, James Latham wrote to nearly 18,000 of them and it seems the vast majority of respondents agreed, with over 80% of them scoring it 8/10 or above for service, and a third giving it 10/10.

Some went further, saying why they like working with James Latham. Whether it was the wide selection of timbers, panels, and decors…“We choose to trade with James Latham because of the product range and trust we have built over 40 years; a partner to our business,” said John McCaffrey, Starbank Panel Products Ltd. 

Or its teams of material experts and specialists… “James Latham’s knowledge of products is second to none. They’re always happy to help, excelling in accuracy and positivity,” said Andy Hall, Retail Furniture Ltd.

“James Latham has embedded a 24-point ‘Lignum Charter’ at all its depots to ensure its customers’ needs are consistently met”

To its reliable network of 13 UK and Ireland depots, holding over 75,000m3  of stock … “They are quick to respond and will help you in any way they can. Delivery is always prompt too, and they will always help you go the extra mile,” said Matt Cox, SJC Bespoke Joinery Ltd.

Despite this confidence-winning outcome, James Latham won’t be resting on its laurels. To help it deliver the best customer experience possible, the company has embedded a 24-point ‘Lignum Charter’ at all its depots to ensure its customers’ needs are consistently met. From next-day deliveries where required, increased operating hours, and enhanced expertise at depots it’s intended to deliver increased accuracy, best-in-class logistics, and continued customer satisfaction. 

Ultimately, it’s all very well thinking you know what great customer service is, yet during these uncertain times it’s important to actually experience it.